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Email sent to Office 365 users always marked as Junk?

Discussion in 'E-mail Discussion' started by mikefromnz, Aug 23, 2018.

  1. mikefromnz

    mikefromnz Active Member

    Feb 9, 2017
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    New Zealand
    cPanel Access Level:
    Root Administrator
    Hi Guys

    Currently, have a problem with our outgoing email, it does not matter which customers domain it comes from and still happens if sent via IMAP on an email client, or using Roundcube webmail, it always ends up in the Junk side if it's sent to an Office 365 user.

    We use SMTP2GO as a smart host for sending out all outgoing emails, and this has kept deliverability to a really high standard but does not seem to be working any longer. I also tried to remove the smart host but it made no difference??

    I see in the email headers the emails always have "Received From: our ip address & mail server" as a hop before the smart host, is there some way to remove this if for some reason they've marked our server as bad? So only the smart host shows up?

    The thing that is frustrating is there seems to be no way to diagnose why this is happening, we have valid SPF, DKIM, users aren't sending out mass mailers, we use a smart host (but still happens when off) mail server appears to be configured correctly (nothings changed and suddenly this issue after a year of use) but our "SCL Level" (spam confidence level from Microsoft in the email header) is always 5 for any of our customers domains!!!!

    Any ideas or suggestions welcome
  2. cPanelLauren

    cPanelLauren Forums Analyst II Staff Member

    Nov 14, 2017
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    DataCenter Provider
    Hi @mikefromnz

    If it is possible to remove this I would assume this would be removed at the smarthost though it shouldn't be necessary to do so.

    Does the sending IP of the server as well as the smarthost use a valid PTR record? This should always translate back to the hostname of the server. If so You might want to check out Outlook's own help for issues like this

    Prevent email from being marked as spam in Office 365 and Exchange Online Protection
    Spam confidence levels
    How to prevent real email from being marked as spam in Office 365
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